Service Designer

Responsibilities

• Work closely with the team and stakeholders across the business to research needs, gaps, and help define end-to-end service and solution opportunities

• Apply systems level thinking to holistically understand internal processes, external facing user experiences and technology and market influences

• Discover and understand user behavior, motivations, and needs to help teams shape services concepts, products, and solutions while balancing employee and IT decision maker goals

• Design and facilitate mixed-methods qualitative and quantitative research activities and develop insights and strategies that translate into relevant and useful solutions across services

• Create data-driven user flows, customer journey maps across multiple touchpoints, and service blueprints to inform strategy and identify new opportunities

• Define and implement all phases of research in collaboration with stakeholders, analyze mixed-method data, and create deliverables that clearly communicate insights, takeaways, and next steps,

• Create and design engaging deliverables that tell a story about the insights and takeaways

Requirements for the role:

• 3+ years of experience in service design, and experience conducting mixed-methods design research, user experience or product research in the technology space (service, software, or hardware focused)

• Experience designing research for generative (exploratory or discovery) and evaluative (summative or formative validation) purposes and skill in crafting clear research goals and questions and knowing how and when to effectively apply different research methods

• Experience building out service design deliverables (journey maps, blueprints, etc.)

• Ability to analyze and synthesize qualitative and quantitative data with knowledge of foundational stats

• Exceptional stakeholder and customer engagement and collaboration skills and ability to communicate insights clearly and succinctly from research to cross-functional teams

• Bachelor’s degree in Cognitive Psychology, Human Factors, Human-Computer Interaction (HCI), UX, Design or a related field (including Business Innovation & Entrepreneurship) or equivalent practical experience

Preferred experiences & interests:    

• Advanced degree in Cognitive Psychology, Human Factors, Human-Computer Interaction (HCI), UX, Design or a related field

• Enjoy framing the front-end of complex problem areas, new services and product spaces, and simplifying to a solution

• Have an appetite for technology and be an avid digital consumer and experience evaluator

• Appetite to tackle the fuzzy front-end of product innovation and development, work in complex problem spaces and simplify critical questions or solution spaces

• Desire to understand users, define problems, prototype early, test new ideas, and find out what influences play an important role in users lives, the service or product space, and the problem area

• A growth mindset; we constantly study & work to improve how we do what we do